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Consider the following scenario:

  • You have the Microsoft Skype for Business 2016 MSI client installed.

  • You have the October 2, 2018 update or a later update installed (.exe file version 16.0.4756.1000 or a later version).

  • You send or receive an IM that contains an emoticon or emoji.

In this scenario, you experience the following behavior:

  • The emoticon or emoji doesn’t appear at all when you send or receive the IM.

  • Other IM messages in the conversation window are no longer displayed.

  • The conversation history of the conversation continues to show the contents of all messages that were sent and received, as expected.


This issue occurs because of a missing prerequisite update.


To resolve this issue, install the following Microsoft Office update:

October 2, 2018, update for Office 2016 (KB4011669)

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